Implementation Trainer

EWS Group; Markham; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

EWS Group in Markham, Ontario is seeking an Implementation Trainer to deliver live virtual and on-site software training for SpaSoft customers across multiple time zones. You will guide configuration, go-live support, and create enablement content.

The role requires 2+ years in software training or education, strong presentation skills, and willingness to travel internationally. Some remote engagements are possible with on-site attendance as needed.

Qualifications

• 2+ years of experience in software training, enablement, implementation, or customer education.
• Proven ability to self-manage projects, prioritize effectively, and deliver results with minimal supervision.
• Strong problem-solving mindset with comfort navigating ambiguity and evolving requirements.

Responsibilities

• Deliver live virtual and on-site software training for SpaSoft customers across multiple time zones.
• Lead application consultation and system configuration to align with customer needs.
• Provide go-live support and ensure smooth system adoption, including extended hours when required.

Skills

Project management

Public speaking

Instructional design

Customer training

Education

Associate's or Bachelor's degree

Tools

Microsoft Office

Outlook

Teams

Excel

PowerPoint

Job description

## Implementation TrainerApply: Markham - Ontario - Canada: Full time: Posted 30+ Days Ago: R49033## ## Job Description:**What You’ll Do**Reporting to the **Professional Services Manager**, you will:* Own and deliver **live virtual and on-site software training** for SpaSoft customers across multiple time zones* Lead **application consultation and system configuration**, guiding customers through best practices aligned with their operational needs* Provide hands-on **go-live support**, ensuring a smooth transition and confident system adoption (including extended hours when required)* Review customer documentation and perform **pre-implementation setup and data validation*** Design, document, and educate customers on **custom workflows, operational procedures, and system optimization*** Create and maintain **enablement content** including LMS courses, knowledge base articles, help documentation, and internal playbooks* Continuously evaluate and improve training materials based on customer feedback and product evolution* Stay current on **new features, modules, integrations, and platform updates** in a SaaS environment* Collaborate cross-functionally with **Support, Product, and Professional Services** teams to improve the customer journey* Participate in **product testing, feedback loops, and documentation** to influence product quality and usability* Step in to support customers by logging and resolving support cases when needed* Manage multiple projects simultaneously, **owning timelines, priorities, and stakeholder communication*** Assist Senior Trainers or Project Managers on larger or more complex implementations when applicable* Deliver **internal training sessions** to upskill teams and promote product knowledge* Actively participate in the **EDGE customer-first process**, ensuring exceptional customer satisfaction* Attend in-person meetings or on-site engagements as required* Take on additional responsibilities as the business grows — we value initiative**What We’re Looking For*** Associate’s or Bachelor’s degree preferred* 2+ years of experience in **software training, enablement, implementation, or customer education*** Proven ability to **self-manage projects**, prioritize effectively, and deliver results with minimal supervision* Strong **problem-solving mindset** with comfort navigating ambiguity and evolving requirements* Ability to learn quickly, adapt fast, and thrive in a **high-growth SaaS environment*** Experience working directly with customers in **hospitality, hotel, spa, or wellness operations** is a strong plus* Background in **customer support, technical consulting, or onboarding** is an asset* Confident presenter with experience in **public speaking, facilitation, or instructional design*** Experience creating **digital learning content**, including videos, webinars, and online courses* Strong written and verbal communication skills — clear, concise, and customer-focused* Comfortable using modern workplace tools (Microsoft Office, Outlook, Teams, Excel, PowerPoint)* Willingness and ability to **travel internationally** (valid passport required)* While remote, there are possibilities to be asked to be at the office for meetings and other gatherings